BOOKLETREPAIRS

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West Dunbartonshire Council Tenants can expect their homes to be maintained to a high standard.

This booklet is a guide to the repairs and maintenance service.

How to contact us 3

What happens when you call us? 4

What happens next? 4

Out of hour’s emergency repair 5

Looking after your home 5

Right to Repair Scheme 6

When will my repair be carried out? 7

Mould growth and dampness 9

Landlord responsibilities 11

Gas Central Heating Repairs 12

Small repairs Service 12

Care of garden scheme 13

Alterations to your home 14

Household Contents Insurance 15

CONTENTS

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HOW TO CONTACT USThere are various ways to contact the repairs team.

Call us on Freephone 0800 073 8708 or the Contact Centre 01389 738282 during office hours 8.30 – 4.30 Monday – Thursday, 8.30 to 4.00pm Friday

Or email the repairs service on housing.repairs@west-dunbarton.gov.uk

Outwith these hours, report an emergency repair on 0800 197 1004 or visit the websitewww.west-dunbarton.gov.uk/housing/maintenance-repairs

If you prefer to report a repair in person please visit the Clydebank Town Centre Office at Sylvannia Way South, Clydebank or The One Stop Shop, Mitchell Way, Alexandria. Opening times are 0845 – 4.30pm Monday – Friday.

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When you contact our maintenance and repair service we will fully discuss your requirements in order to arrange the correct trade, inspector and category of repair.

3 We can let you know if the repair is covered by the Right to Repair scheme.

3 When arranging a repair you will be offered an appointment for all internal work to your home.

WHAT HAPPENS WHEN YOU CONTACT US?

• We will allocate you an appointment time between 8.30 and 12 noon or 12.30 – 3.45pm

• On occasion you may be contacted by telephone to complete a more detailed satisfaction survey.

• Please let us know if you need to change the appointment and likewise we will let you know if we are running late.

• If we get no answer when we call we will cancel the repair and leave a card advising you to contact the repairs centre.

• When you report a repair, a receipt will be sent out to you. This will confirm the estimated target timescale for completing the repair.

• Within this receipt there is also a customer satisfaction survey. We would be grateful if you could return this to us, so that we can continue to improve our repair service to you.

WHAT HAPPENS NEXT?

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The out of hours service is for repairs which are necessary to prevent serious damage to the building, danger to health, risk to safety or risk of serious loss or damage to your home.

If you require an emergency repair out with normal working hours telephone: 0800 197 1004

WHAT IF I NEED AN EMERGENCY REPAIR OUT WITH OFFICE HOURS?

• West Dunbartonshire Council (together with fellow owners in mixed tenure blocks) are responsible for repairing and maintaining the structure of the property you live in. This includes pipes, wires, fixtures and fittings for heating and drainage, power and lighting.

• We also maintain all common areas as well as communal gardens and open areas around properties. Communal repairs should be reported in the same way as individual repairs.

• If you live in a mixed tenure block then any repairs to the common areas will need to be discussed with fellow owners before any work can commence.

LOOKING AFTER YOUR HOME

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1 Day 3 Days 7 days

Significant leaks or flooding from water/heating pipes

Partial lost of water supply

Extractor fan in kitchen or bathroom

Blocked or leaking foul drain or toilet

Loose or detached banister or handrail

Blocked sink or bath Unsafe stair tread

Total loss of electricity

Partial loss of electricity

Insecure external window door or lock

Only toilet in house not flushing

Unsafe electrical socket or light fitting

The Scottish Government introduced the Right to Repair Scheme in the Housing Scotland Act 2001 which gives West Dunbartonshire Council tenants the right to have small urgent repairs carried out within a given timescale.

If we don’t complete the work on time, you may be entitled to compensation.

Full details of repairs we have to repair within set timescales is available on our website with some details given in the table below.

THE RIGHT TO REPAIR SCHEME

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The time taken to carry out a repair will depend on the category of repair and if it falls within the Right To Repair Scheme, see below.

EMERGENCY REPAIRAn emergency repair will be carried out within 4 hours of notification. An example of an emergency repair is one which imposes an immediate threat to health or safety ie flood, fire, security or complete loss of gas and electricity.

URGENTAn urgent repair will be carried out within 5 working days of you notifying us. An urgent repair will generally not involve immediate danger an example would be close lighting.

GENERAL NON URGENTThis work should be complete within 20 working days, these repairs are due to normal wear and tear, an example would be replacement of sink units.

CYCLICAL REPAIRSThese are planned repairs which are organised in cycles for example, gutter cleaning and path repairs.

PLANNED IMPROVEMENTSGenerally these involve upgrading your home, for example a new kitchen, bathroom or roof.

WHEN WILL MY REPAIR BE CARRIED OUT?

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Every home can get condensation from time to time, usually when lots of moisture and steam are being produced eg at bathtime and cooking.

HOW DO YOU KNOW IF IT IS CONDENSATION?Condensation can be difficult to identify, first of all check there is no water penetration eg rain or a plumbing leak.

Condensation is more likely to be found on north facing walls, in corners or cupboards and generally in areas where there is little air movement.

Rising damp occurs at ground level and this can be difficult to distinguish from dampness caused by condensation. Please contact Repairs and Maintenance if you wish to arrange an inspection.

4 simple things to reduce condensation:

1. Heating – try and always have some background heating on, especially in cold weather.

2. Ventilation – opening windows and using extractor fans will help reduce moisture and eliminate condensation.

3. Drying clothes – try to avoid drying clothes on radiators.

4. Cupboards and Wardrobes – do not overfill, instead leave some space for air circulation.

MOULD GROWTH AND DAMPNESS

If you do have mould growth, the affected area can be washed down with household bleach however the best way of reducing mould growth is to reduce condensation.

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The Council is responsible for maintaining the structure and exterior of the property and for ensuring that it is fit for human habitation.

This includes:

• The maintenance of all installations provided for central heating, hot water, sanitation and to ensure the provision of water, gas and electricity

• Maintaining drains, gutters and external pipes

• The external envelope i.e. the roof, outside walls, windows and doors

• The internal structure i.e. walls, floors, ceilings,doors and door frames (excluding decoration)

• Chimneys, chimneystacks and flues

• Pathways, steps

• Council installed boundary walls and fences

• Clothes poles

• On occasions we are responsible for making good damage caused by acts of vandalism or criminal activity. We ask that these are notified to the police within 24 hours of occurring, or as soon as reasonably practicable, by the tenant or by someone acting on the tenants behalf.

LANDLORD RESPONSIBILITIES

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If you are over 60, and have a tenancy with West Dunbartonshire Council and need some help with minor repairs or small jobs for example hanging curtains, changing lightbulbs. Lomond & Clyde Care & Repair may be able to help.

This company are funded by West Dunbartonshire Council and normally do not charge for labour, only materials and before any works start the costs will be discussed.

Contact Lomond & Clyde Care & Repair on 01389 734188. Between 0845 and 3.30pm Monday – Friday or www.care-repair.co.uk

Our Gas Contractor City Technical will on behalf of West Dunbartonshire Council deal with all repairs relating to your Gas Central Heating system.

Please call City Technical on 0844 579 6493

If you smell gas from a possible leak or escape of gas please call The National Grid on 0800 111 999

SMALL REPAIRS SERVICE

GAS CENTRAL HEATING REPAIRS

ANNUAL GAS SERVICEWest Dunbartonshire council has a statutory duty each year to carry out a gas safety check to your property once a year. These inspections are required to ensure all gas appliances are safe.

You will receive a letter from City Technical confirming an appointment for the annual service. It is important that arrangements are made for this appointment within the timescale to avoid us having to take entry or disconnect your gas service externally.

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For our older and less able tenants we offer a garden maintenance service, in partnership with Greenlight Environmental Ltd.

Only pensioners, infirm and disabled householders should apply. You will not be accepted for the scheme if there is a relative in the house or living nearby who could be expected to tend the garden. The scheme is available to tenants and owner occupiers.

There is no charge for this service, if you meet the criteria.

Those not of pensionable age require a doctor, registered home help, health visitor or professional person to verify that you are permanently physically unable to attend your garden, due to illness or disability.

The garden maintenance covers:

• 7 grass cuts between April and November

• 2 hedge cuts between April and November

• All pathways will be swept clear and cuttings removed.Your housing officer can give you further information or you can contact Greenlight on 01389 721012 and they will send you an application form.

CARE OF GARDEN SCHEME

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If you would like to make certain alterations or improvements to your home you may need permission and may be entitled to claim compensation at the end of your tenancy.

Permission is required for renewal or alterations to bathrooms, kitchens, installation of showers, electrical work or laminate flooring.

You should put your request in writing to:

Building Services (Clydebank), 57 Cochno Street, G81 1RQ

Building Services (Dumbarton & Alexandria, 17 Overburn Avenue, Dumbarton G82 2RL

Or email housing.repairs@west-dunbarton.gov.uk

ALTERATIONS TO YOUR HOME

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West Dunbartonshire Council has insurance cover for the structure of your home.

Tenants should be aware that the Council’s building insurance scheme does not cover any loss or damage to tenants’ contents including floor coverings or decoration.

Contents insurance is very affordable and your housing officer can give you details or you can get a quote online.

We know that the service provided by our Repairs and Maintenance team really effects customer satisfaction with their home.

Please help us to continually improve the service, if we get something right compliment us and if we get something wrong, please complain. Members of our staff will always be keen to resolve any issues you may have.

REPAIRS

HOUSEHOLD CONTENTS INSURANCE

Housing and EmployabilityWest Dunbartonshire CouncilCouncil OfficesGarshake RoadDumbarton G82 3PU

Tel. 01389 737149www.west-dunbarton.gov.uk